Customer service organizations implemented within a contact center have always been focused on achieving and developing a 360-degree view of the customer, and on providing a consistent experience across interaction channels – be it voice, web, chat or email.

Social media, although it usually requires changes in technology, should be increasingly treated as another customer interaction channel, and integrated into the existing technology platforms, business processes and benefiting from established service levels.

The effective integration of social media within the contact center demands a systematic, intelligent and proactive approach to customer interactions. From a best practices perspective, this approach can be distilled into seven elements that need to be in place for an effective social media customer service in the contact center. Click here to read the full article.

NEURON, a major Third Party Administrator (TPA) for the healthcare industry in the MENA region, has implemented Altitude uCI solutions in its medical contact center to ensure excellence in customer care delivery and handle the fast-paced growth of its operations. In order to deal with increasingly more numerous and very diverse interactions it required a fully customized, omnichannel solution that was able to ensure rigorous management of medical authorizations and emergency helpline services.

"We required a solution to unify our medical contact center procedures in order to streamline our service, boost customer and member satisfaction,” commented Dr Ali Qasim, Helpline & Policy Manager at NEURON.
“We looked comprehensively at the market and selected an Altitude uCI solution because it offered a truly ‘’all-in-one’’ customer interaction management solution for our Medical contact center. In addition to integrating the contact center in the whole customer experience, Altitude also has a strong local support presence in the United Arab Emirates" he added.
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In today’s digital world, the rules of customer engagement are changing. To continue acquiring and retaining customers, companies and organizations in Latin America need to recognize this and adapt to these new dynamics. Welcome to the “digital transformation jungle”.

The need for digital transformation was laid out by the over 100 contact center senior executives and specialists from all over Latin America gathered to attend Altitude Software’s ASLUC Latin User Group Conference. Business leaders, partners and vendors in the contact center industry in Latin America acknowledge that the digital disruption signals the need for the digital transformation of sales, marketing and customer service.

In the event, whose 9th edition happened on the 14th and 15th of April in Porto Seguro, Brazil, Altitude customers, management and partners shared experiences and discussed, in an open and relaxed environment, the most important trends and challenges facing contact centers in what is now one of the most dynamic contact center markets worldwide. Check the event website here and watch videos from the event here.